User Support Specialist

State of North Carolina - Health & Human Services; North Carolina; Hybrid; USD 71,000 - 106,000; Full time

Job summary

The State of North Carolina - Health & Human Services is seeking a User Support Specialist (NS) to provide Tier 2/3 desktop support across statewide enterprise IT environments. You will troubleshoot hardware, software, and OS issues, and help maintain enterprise resources including group policies and deployment tools.

Responsibilities include creating and maintaining gold images, coordinating with divisions for consistent service, and developing security scripts.

Qualifications

• Bachelor’s degree in computer science or an IT related field and two years of experience in the information technology field related to the position; or Associate degree and three years of experience; or GED and five years of experience; or equivalent combination of education and experience.
• Experience administering Windows environments, including troubleshooting OS, applications, Group Policy, and network connectivity in enterprise settings.
• Experience managing Active Directory structures, user provisioning, OU management, GP creation, and domain trust settings.
• Experience deploying applications/OS upgrades via packages and scripts using LanDesk or SCCM.
• Experience using remote support platforms (LanDesk and Bomgar) to diagnose and resolve complex issues for end users.
• Ability to coordinate desktop support across divisions by documenting processes and identifying recurring issues.

Responsibilities

• Provide Tier 2 and Tier 3 desktop support through remote tools and in‑person assistance to resolve hardware, software, and configuration issues.
• Maintain hardware and software across all DHHS computing platforms with accurate, timely work.
• Author and maintain EADS Group Policies affecting all ITD‑supported divisions and assist non‑ITD divisions on request.
• Install new hardware and software while ensuring compatibility with DHHS IT specs.
• Develop scripts to address security and support needs and recommend cost‑effective solutions.
• Create, maintain, and deploy gold images used for OS installations and updates.
• Track OS development cycles and implement updates to keep devices on supported versions.
• Provide senior‑level support for PC imaging tools and coordinate across divisions to support consistent service delivery.

Skills

Windows administration

Active Directory

Group Policy

SCCM

LanDesk

Bomgar

Remote desktop support

Documentation

Security coordination

Education

Bachelor's degree in computer science or IT

Associate degree in computer science or IT

GED with 5 years IT experience

Tools

LanDesk

SCCM

Bomgar

Job description

AgencyDept of Health and Human ServicesDivisionSEC OFFICE - INFO TECHJob Classification TitleUser Support Specialist (NS)Position Number60041648GradeDT07About UsThe North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.Description of WorkThe User Support Specialist provides Tier 2 and Tier 3 desktop computing support for DHHS staff by troubleshooting and resolving hardware, software, and operating system issues across multiple platforms. It develops and maintains enterprise-wide technical resources, including group policies, operating system images, scripts, and deployment tools that support secure and efficient IT operations.This role installs new hardware and software, ensures compatibility with DHHS IT specifications, and partners with technical teams to address security concerns and system updates. It also serves as a central liaison across DHHS divisions to coordinate technical needs, streamline service delivery, and support cross‑division incident monitoring and resolution. The position supports both remote and in‑person service delivery within a statewide enterprise IT environment.Key Duties Include:- Provide Tier 2 and Tier 3 desktop support through remote tools and in‑person assistance to resolve hardware, software, and configuration issues.- Perform accurate and timely maintenance of hardware and software across DHHS computing platforms.- Author and maintain EADS Group Policies affecting all ITD‑supported divisions and assist non‑ITD divisions upon request.- Install new hardware and software products while ensuring compatibility with existing systems and compliance with DHHS IT specifications.- Develop scripts to address security and support needs and recommend cost‑effective solutions aligned with DHHS IT standards.- Create, maintain, and deploy “gold images” used for operating system installations and updates.- Track operating system development cycles and implement updates to ensure all supported devices remain on approved, supported versions.- Provide senior‑level support for PC imaging tools for ITD‑supported divisions and assist additional divisions using the same tools.- Coordinate technical requirements across divisional leadership, end users, and IT teams to support consistent service delivery.- Partner with the Privacy and Security Office to implement rapid mitigation strategies in response to security threats.- Develop and support onboarding workflows, device provisioning processes, systems access coordination, and troubleshooting for division‑specific needs.- Monitor and resolve cross‑division incidents, identify operational trends, and recommend process improvements.- Document technical processes and facilitate communication across divisions to reduce duplication and enhance collaboration.- Deliver patch deployment, monitoring, and remediation activities across supported divisions.- Collaborate with DHHS IT teams to design and implement computing solutions that address both general and specialized business needs.Knowledge Skills and Abilities/Management PreferencesSalary Grade Range: $70,528.00 - $105,793.00Recruitment Range: $70,528.00 - $70,528.00Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.The Knowledge, Skills, and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred:Demonstrated expert‑level proficiency administering Windows environments, including troubleshooting operating systems, applications, Group Policy, and network connectivity issues in enterprise settings.Proven experience managing Active Directory structures by performing user provisioning, maintaining organizational units, creating Group Policies, and configuring password and domain trust settings.Demonstrated success deploying applications and operating system upgrades by creating and distributing packages and scripts through tools such as LanDesk or SCCM.Documented record of using remote support platforms, including LanDesk and Bomgar, to diagnose and resolve complex technical issues for end users.Demonstrated effectiveness coordinating desktop support functions across multiple divisions by documenting processes, identifying recurring issues, and recommending system improvements.The Posting Will Close At 11:59 P.M. The Night Before The End DateThis Position Is Funded In Part Through Federal FundsPhysical Requirements:Carry, maintain, and use State-approved mobile communication devices.Lift, move and carry objects weighing up to 50 Lbs.About the NC Division of Public Health (DPH):The NC Division of Public Health works to promote and contribute to the highest possible level of health for the people of North Carolina. Our entire statewide system of public health has dedicated professionals who carry out our mission every day through a wide range of essential and activities touching the lives of everyone in our state.About the NC Division of Information Technology:DHHS Information Technology (IT) Division provides enterprise information technology leadership and solutions to the department and their partners so that they can leverage technology, resulting ultimately in delivery of consistent, cost effective, reliable, accessible, and secure services. DHHS IT Division works with business divisions to help ensure the availability and integrity of automated information systems to meet their business goals. DHHS IT Division’s primary information technology services are Application Management, Project Management, Privacy and Security, Financial Management, Health Information Technology, Infrastructure and Service Management.Compensation and Benefits:The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees.Visit the website for State Benefits .Supplemental Contact Information:The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, state laws, and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job. For more information about DHHS: https://www.ncdhhs.gov/ .DHHS uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.In accordance with the Governor’s Executive Order 303 , our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved. We invite all potential applicants to apply for positions for which they may be qualified.Application ProcessBe sure to complete the application in its entirety. Resumes will not be accepted in lieu of completing this application.Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information.Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions, you must provide supporting information within the \"Work Experience\" section of the application to support your answers.If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. Applications must be submitted by 11:59 PM on the closing date.Applicants may be subject to a criminal background check. All candidates selected for positions considered \"Positions of Trust\" will be subject to a criminal background check.Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account. Upon the closing date, applications are \"Under Review\" and will be screened by Human Resources for qualified applicants. The hiring process may take several weeks.Degrees must be received from appropriately accredited institutions. Transcripts and degree evaluations may be uploaded with your application. The State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent.For a list of organizations that perform this specialized service, please visit the NACES membership website at https://www.naces.org/members .Degree/College Credit VerificationDegrees must be received from appropriately accredited institutions. Transcripts, degree evaluations, and cover letters may be uploaded with your application.Veterans’ and National Guard PreferenceApplicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications.Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing.Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application.ADA AccommodationsConsistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment, DHHS will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.CONTACT INFORMATIONIf there are any questions about this posting, please contact Talent Acquisition at [e-mail] . Resumes will not be accepted in lieu of completing this application.Minimum Education and ExperienceSome state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.Bachelor’s degree in computer science or an IT related field from an appropriately accredited institution and two years of experience in the information technology field related to the position’s role; or Associate degree in computer science or an IT related field from an appropriately accredited institution and three years of experience in the information technology field related to the position’s role; or High School or General Educational Development (GED) diploma and five years of experience in the information technology field related to the position’s role; or an equivalent combination of education and experience.EEO StatementT he State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.Recruiter:Tresha WalkerContact:DHHS Workday Support Form